Complaints Procedure for Self Storage Shoreditch Customers
Self Storage Shoreditch is committed to providing a reliable and professional service for all storage users and customers using associated removal or transport services. We recognise that on occasion customers may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can do if you remain unhappy with the outcome.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling complaints. It applies to all customers who use our self storage units, related removal services, or associated handling and transport services. Our aims are to:
Respond to complaints promptly and courteously.
Investigate matters thoroughly, impartially, and consistently.
Provide explanations, solutions, or remedies where appropriate.
Use feedback to improve our storage and removal-related services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, actions, or lack of actions by Self Storage Shoreditch or someone acting on our behalf. This may include, but is not limited to:
Concerns about the condition, accessibility, or security of storage units.
Issues relating to booking, access, invoicing, or account administration.
Problems arising from the handling, packing, or transportation of goods as part of removal or delivery services connected to your storage.
Concerns about staff conduct or communication.
If you are unsure whether your issue qualifies as a complaint, you should still raise it with us and we will treat it appropriately.
How to Make a Complaint
You can make a complaint in person at our facility, in writing, or by any usual means of communication you use with us. When submitting a complaint, please provide as much information as possible, including:
Your full name and any relevant customer or unit reference.
A clear description of the issue and how it has affected you.
Relevant dates, times, and the names of any staff involved, if known.
Details of any associated removal or transport service, including collection or delivery dates.
Any supporting information that may help us investigate, such as photographs, receipts, or inventory notes.
Providing full information at the outset will help us review your complaint fairly and efficiently.
Our Complaints Handling Stages
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will try to resolve straightforward issues immediately, especially those relating to access, billing queries, or simple service errors.
If the matter cannot be resolved straight away, it will be passed to a manager or appropriate senior member of staff to review in more detail.
Stage 2: Investigation
We will carry out a proportionate investigation into your complaint. This may involve:
Reviewing your storage agreement and any related documentation.
Checking internal records, including access logs and account history.
Reviewing any relevant records relating to removal, transport, or handling of your goods.
Speaking to staff members who were involved with your booking or service delivery.
We aim to provide a written or clearly recorded outcome within a reasonable period, depending on the complexity of the complaint. If we need more time, we will inform you and explain why.
Stage 3: Outcome and Resolution
Once the investigation is complete, we will explain our findings and any actions we propose to take. Possible outcomes may include:
An explanation or clarification of what happened and why.
An apology where service has fallen below the standard we aim to provide.
Practical steps to correct an error, where feasible.
Information about how we will try to avoid similar issues in future.
Any remedy or goodwill gesture will be considered on a case-by-case basis, taking into account our terms and conditions and the circumstances of your complaint.
If You Remain Dissatisfied
If you are not satisfied with the outcome at Stage 3, you may ask for a further review by a more senior member of our management team. You should do this as soon as reasonably possible, explaining why you feel the complaint has not been resolved adequately and providing any additional information you believe is relevant.
The senior review will focus on whether the complaint was handled fairly and whether the outcome was reasonable in light of the evidence and our contractual obligations.
Complaints Related to Removal and Transport Services
Where your complaint concerns the physical movement, packing, or transport of items to or from our facility, we will consider any arrangements we have with removal providers and the terms that applied at the time of service. In some cases, the responsibility for certain aspects of the service may rest with a separate removal contractor. Where this is the case, we will explain clearly how responsibility is shared and what steps you can take to pursue your concerns, including any separate complaints process that may apply to that contractor.
Fairness, Confidentiality and Data Protection
All complaints will be handled fairly and without discrimination. We will treat information you provide in confidence and only share it internally with those who need it to investigate and resolve your complaint. Any personal data will be handled in accordance with our privacy and data protection obligations.
Using Complaints to Improve Our Service
We value feedback from storage and removal-related customers and use it to improve our operations and customer service. Complaints are reviewed periodically to identify patterns and opportunities for improvement in our procedures, staff training, and communication. This process helps us maintain and enhance standards for all customers who rely on our storage facilities and associated services.
Time Limits
To help us investigate effectively, we encourage customers to raise complaints as soon as possible after the issue arises. While we will consider complaints raised later, delayed reporting may limit the information available, especially in relation to specific removal or transport activities. We will always explain if time elapsed affects our ability to reach a conclusive outcome.
Conclusion
Self Storage Shoreditch aims to provide clear, secure, and dependable storage and related removal support to every customer. If our service does not meet your expectations, this Complaints Procedure sets out how you can tell us, how we will respond, and the steps open to you if you remain dissatisfied. We are committed to handling all complaints constructively and using them to improve the experience of customers now and in the future.
